About Our Client
Staff-M8 is working with a leading technology provider in the Data Centre, Cloud Hosted, and Business Continuity space to recruit a Customer Success Manager (CSM).
The ideal candidate will have a strong track record of delivering exceptional customer experiences and driving customer success. They will be able to build and maintain strong relationships with customers, identify and resolve issues, and find innovative solutions to meet customer needs.
The CSM will be responsible for the following:
- Providing onboarding assistance, conducting regular check-ins, and business reviews to drive customer success and maximize the value customers get from our client’s services.
- Acting as the primary point of contact for customers, handling any escalations, major issues, incidents, and significant changes that may arise.
- Identifying opportunities to upsell or cross-sell services to customers.
- Working with customers to improve areas of dissatisfaction and underperformance, providing guidance to customers with the goal of helping them be successful with our client’s products and services.
The successful candidate will have the following skills and experience:
- 2+ years of experience in customer success, service delivery, account management, or a related client-facing role.
- Experience in the Telecommunications and Cloud space within an MSP/ISP environment is preferable.
- Strong commitment to delivering exceptional customer experiences and maintaining customer satisfaction.
- Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.
- Proven ability to identify customer needs, resolve issues, and find innovative solutions that align with both customer and company goals.
- Adapt to building and nurturing strong, long-lasting relationships with customers and internal cross-functional teams.
- Proficiency in analyzing customer data, usage patterns, and feedback to derive actionable insights and enhance customer success strategies.
- Comfortable working with customer success metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
- Skilled in managing multiple customer accounts, ensuring timely delivery of projects, and handling escalations when necessary.
If you are a highly motivated and experienced Customer Success Manager with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
To apply, please fill in the form below: